--- schema_version: "1" id: 23ac401bec8e4a2ea3deeafb196d8f00b0ec041589f4653a31e89faf4fa56558 title: Customizing Order Management Service Flows collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_flow_customizations.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_flow_customizations.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: efb3eca39d71386b46fdfd5d51be3a5080768b581214921b09315ddac424a814 description: The Order Management service flows let customer service representatives (CSRs) help customers with their orders. You can use the provided flows as is, and you can also expand and customize them. Here are some common customizations that you can implement. products: - Commerce - Salesforce Order Management release: "264" --- # Customizing Order Management Service Flows The Order Management service flows let customer service representatives (CSRs) help customers with their orders. You can use the provided flows as is, and you can also expand and customize them. Here are some common customizations that you can implement.

Flow	Configuration
Cancel	Cancel All: Cancel all eligible items in an order. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations.
Discount	Allow Discounts for Allocated Items: Make discounts available for allocated items. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Discount Tax Type: Configure how taxes are calculated for discounts based on your tax policy.
Even Exchange	Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work.
Exchange RMA	Set Up a Default Fee: Configure a fee for returns or cancellations. Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles.
Order on Behalf Of	Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Process Product Bundles: Let CSRs process product bundles.
Reship	Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Process Product Bundles: Let CSRs process product bundles.
Return Items	Allow Multiple Credit Types for Refunds: Configure what credit sources are available for refunds. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations.
Return Management Authorization (RMA)	Allow Multiple Credit Types for Refunds: Configure what credit sources are available for refunds. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations.